Professional Documents
Culture Documents
Customer satisfaction
School of Business
Outline
Definition of TQM
School of Business
School of Business
School of Business
School of Business
Marketing:
has direct contact with the external customers, can identify customer requirements design specifications
Engineering: converts customer requirements to exact Purchasing: responsible for selecting right quality
materials, at the right time from the right suppliers
School of Business
design
School of Business
School of Business
TQM Wheel
Customer
satisfaction
School of Business
Characteristics of TQM
Continual Improvement
Customer Focus
Organization-wide activity Employee empowerment Team Approach Competitive Benchmarking Knowledge of Tools Internal and External Customers Long-term Relationship with the Suppliers
North South University School of Business
School of Business
2. Histogram
3. Pareto Analysis 4. Process Flow Chart
5. Cause-and-Effect Diagram
6. Scatter Diagram 7. Control Chart
Some experts include the following in lieu of one of the above:
8. Stratification Analysis
School of Business
School of Business